Managed IT service desk

Tailored managed IT service desk

Our Managed IT service desk and on-site support are provided by certified and experienced local engineers. Our capabilities include monthly reporting, multiple points of entry by phone, email or advanced remote management tools that diagnose IT issues in real time.

Armed with the best service desk software available on the market, our team resolve more than just issues, they identify the underlying cause and impact of problems to prevent them happening again.

What’s included?

Australian-based service desk
We are based in Australia, with Australian staff servicing the Australian market. We understand the importance being able to speak to our clients without the “geek speak”, and making sure no information is lost in communication.

24 x 7 x 365 OR 8am – 6pm Mon – Fri
Whether your business operates within business hours, or is requiring 24/7 support, we can ensure that you have a qualified technician to take your call.

Single number for all issues
When you have an issue, don’t get frustrated by “figuring out” how to contact us. We provide you with one number to contact us and aim to resolve your issue at the first point of contact. This will put you directly in contact with the support team and have your issues solved at that point of call.

Tailored to your business requirements
We work with you and your team to determine exactly what it is that you require. We understand that sometimes clients pay for more than what they use purely based off the notion of ensuring scalability. That is something that is completely misconceived about an IT provider, instead we identify exactly what it is your company currently requires with us keeping at the back-end the necessary capacity for you to upgrade upon request.

Monthly reports
With our Managed IT service desk, you receive a monthly or quarterly update that reports on your usage, systems health, issues and recommendations. We aim to transparently keep you informed so there are no surprises. Monthly reports are necessary from IT providers for many reasons. When your current IT provider is not updating you monthly on how your contract is progressing, from the calls and issues resolved, through to the monitoring, then you need to change your IT provider.

Phone, email and remote support
We understand that sometimes a phone call isn’t the most convenient way of responding to issues. If the issue is not necessarily classified as a high priority for your business, we provide alternatives in communicating with us.

Rapid response to major issues
Some issues need immediate or quick resolution. We have an escalation process to ensure your issue is taken by the relevant level engineer in order to have it resolved as quickly as possible.

Benefits

We understand your business
With our engineers holding years of experience in their respective fields, our clients are given access to exceptionally high level engineers with qualifications in software development, integration specialisation, support engineering, and much more. All our technicians take the time to understand your environment. This is solely for the reason of enhancing efficiency of the resolution of all your issues.

Fixed monthly rate
When we pay our bills, we hate noticing we have gone over our cap. Our fixed monthly rates ensure that you are not incurring any unexpected costs along the way. That way we can provide your business with updates of when you are nearing your limit or if the support is unlimited and we have a contract that doesn’t require so much work, we will advise you on the better options.

Have agreements built on your terms
We are big believers in service level agreements. We know how important it is to transparently communicate expectations. After understanding your business needs, we’ll suggest best practice ideas for responding to issues. However, all our clients are given the autonomy to dictate exactly what they expect from their computer systems. The SLAs simply enforce them!

Reduced financial risk
When you upgrade your support from casual support to a fixed monthly rate, it becomes an operational expense. This allows for more cash flow to occur without the massive bumps in the budget. This also allows us to understand your environments better than providing your business with ad-hoc support.

All-year round support of your IT
We know the importance of having a range of support options. But what about ensuring consistency? Throughout the year; we make sure that your team is supported and your systems are managed accordingly.

Highly responsive turn-around time
We often have new clients approach us because they are frustrated with their current IT. Our personal aim is make sure that your business receives the highest level of service, especially during the critical time-periods.